Complaints

This profile includes complaints for Renewal By Andersen's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Renewal By Andersen

  1401 W Bayaud Ave Unit 7 Denver, CO 80223-1227

  
• 

  Renewal By Anderson

  1401 W Bayaud Ave Denver, CO 80223

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I feel this is elder abuse and am visually impaired. Last may or june 2024 I was having problems with my patio door opening and saw a renewal by ******** person at the farmers market. They came to look at it, told me it was warped and couldnt be repaired and Id need a new door and that it was a special size and would need to be special ordered and cost $5000. Someone came back later to measure for the door. a credit line with renewal was opened, the door was ordered and would take a few months to make. In the meantime my son came over and sprayed some silicone in the track and it worked just fine. A handyman friend also came and said there was nothing wrong with my door.I called and tried to cancel the order as i felt taken advantage of and they would not let me cancel without charging me an over $2000 restock fee, so I decided Id just go with the new door.The door arrived i think in august or early september. They came to deliver it and my homecare *** was here with me. The installer looked at it and said it was too big and thought it was the wrong door, so he called renewal by ******** and they told him it was correct. He measured the door again and my opening and said it was too big. He called the office and they told him to tear off my door trim and carve out the side of the door 2x6 frame and they would stick a 2x2 or 2x4 in to make it fit, and they they may have to alter the header as well. I asked the installer if he would recommend doing all this as this is a structural exterior wall. And he said he would not recommend it and he also said he found nothing wrong with my current door. So i told the office i was refusing the door that they ordered wrong and they took it back and still charged me a restock fee. I have tried to discuss this with them, but all they do is switch me over to their salesman who tries to get me to re-order the door and tells me I still have to pay this fee, even though it was their fault that the door was measured wrong.

  

  Business Response

  Date: 03/21/2025

  Ms. *******,

        It is our policy to charge the 25% cancellation fee if the project is not cancelled within the three-day right of rescission period and the product has been ordered (and therefore purchased from *** from us as the affiliate).  However, considering the circumstance in which an error in measurement necessitates a reorder at our cost, I have asked our finance team to refund the 25% charge back towards your GreenSky account.  They have already done so, but please give it until Monday to go through on GreenSky's end.  Then you can call GreenSky and close your account with them.  

   

  Best regards,

  ***** R. *****

  Director of Customer Relations

  RbA of ********************

  ***************************************************************************************************

   

  Customer Answer

  Date: 03/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Date: 4/24/24 Consultant: ***** ****** The door has several scratches, paint missing, runs and bumps in the paint. The paint around the windows is rough. The doorknob is scratched and the frame around the door is uneven. The installer did a poor job with the frame the first time and had to return to replace and repair it. The frame is still unsatisfactory. I reported my concerns to ***** ******, the consultant who sold me the door and he said to contact the ************* *************). I spoke to ****** and another employee on two different dates and their response was that they would contact Provia, the company who makes the doors. ***** responded with a quote on 9/25/24 that noted a cost of $5311 to replace the slab on the door and I would have to pay if I wanted the door repaired. I reported to ****** that the employee from Renewal by Andersen that came to my home to inspect the door said that the slab on the door needed to be replaced. I said that I would not pay over $5000 to have my door repaired for mistakes that Provia made. Her reply was that Provia said the door was made according to specs and would not repair the door at no cost. If Renewal by Andersen stands behind excellent customer service, this is not good service. I called ***** ****** to express my disappointment, and he said he would contact the manager and get back to me. He never did. I called and left him two voicemails and no response. I expected a perfect door for the price I paid and received one that I am unhappy with, looks used and not done by professionals. I would like better communication with the consultant, my door repaired or a new one paid for by Renewal Anderson.I would like **** ********, General Manager of Renewal by Andersen informed about by complaint at ************ and **** ********* (I do not have his phone number).Thank you

  

  Business Response

  Date: 02/21/2025

  Ms. ********,

       We apologize for the Provia product issues you seem to be experiencing.  We did escalate to our Provia *** today and asked if he would be available to visit your home and see the scuffs/scratches himself in person to determine whether they met quality standards.  He agreed to come down and look over your door, but he would not be able to until March 26th between 10 AM - 1 PM.  If that time/date works for you, please let us know so we can lock in his visit and be able to provide a path forward.

  Best regards,

  ***** *****

  Director of Customer Relations

  ***************************************************************************************************

• Initial Complaint

  Date:01/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I regret buying from Anderson. I went with them for replacement of two doors and two windows because thats what the other windows on my house were. Total project cost was $35,****** issues are primarily with the most substantial item we had done: the French doors, which were well over $20K. Somehow we ended up without a locking handle on the door thats supposed to remain mostly fixed. We didnt notice cause you go in and out the other side so there was no reason to ever even try the door handle of the fixed door from the outside. Well come to find out the back door of my house has been totally unlocked for a month. Placed a service call and they said they couldnt make it out for about a month. No priority service, even when pressed for what I would say should be considered and emergency service. So Im securing my $20k door with a ratchet strap for a month.Thats one thing, should definitely be fixable, but the lack of urgency when my house is unsecured due to their negligence is unacceptable to me. Additionally, the same door leaks air down at the base as much as the two original 100 year old front doors we have. Anderson ads harp so much on the energy efficiency of their products, doesnt seem to apply to their doors. Then on the fixed door theres a piece of metal in between the glass panes that appears to be loose and rattles against the glass every time you shut the active door. The same piece on the active door does not rattle and it makes no noise.On the other single door installed, a piece of light gauge aluminum trim coil was used at the base of the door to close a gap between the concrete outside the door and the door sill. Coil in the tread area will be damaged by foot traffic.If these were $6-8k doors, not a huge deal. But Anderson customers pay 2-3x what a typical contractor charges expecting to get the BEST product and the BEST install, and that is simply not what weve received when it comes to our French doors in particular.

  

  Business Response

  Date: 02/07/2025

  Mr. ******,

         We apologize for the product issues you have experienced.  Hopefully the service appointment conducted on 1/20 eradicated the locking issue, and we are still working with corporate to alleviate the concerns with the rattling grilles.  With panels of that size, we are engaging corporate to see if spacers inserted in the panel would assist or whether reordering panels with what we call FDL's (fully divided lights) is an option we can get them to agree to at no additional cost.  Once we have received a path forward from corporate, our service team will be reaching out to you to see how you would like to proceed.

   

  Best regards,

  ***** *****

  Director of Customer Relations

  ***************************************************************************************************

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Renewal by Andersen ruined my house. They showed up to install windows in December of last year. Removed all the windows before checking the the size of the new ones which were too small. I then agreed to have them put in anyway or face winter conditions in Colorado with plywood on my windows. In the contract it states I needed to pay more for tempered windows per code. The windows installed are not tempered. I then bought a thermal camera as my house was much colder after the install in May Andersen came out and said they would remake the windows it would be 6-8weeks after many attempts at contacting them they never returned.

  

  Business Response

  Date: 01/14/2025

  Ms. Speaks,

         We apologize for the lack of communication.  I have shared your pictures with one of our production managers and we would like to set up a jobsite visit to get your project back on track.  If you are available, we would like one of our installation managers out on Friday, January 17th at 11 AM if that time and date works for you to walk your project and provide a path forward.  A member of our scheduling team will also be reaching out to confirm with you.

   

  Best regards,

  ***** *****

  Director of Customer Relations

  ***************************************************************************************************

   

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22751726
  
  I am rejecting this response because: You already sent ****** out in May and he said my windows would be remade. That did not happen so I dont see what sending another person out here is going to accomplish. If you could let Green Sky know that I shouldnt have to pay their bill yet that would be appreciated they are adding interest at this point we are almost an extra $10,000 on windows that are ruining my house. It is freezing in my house because of these windows and it is cold here in Colorado -13 this morning. 
  
  Sincerely,
  
  ******** Speaks

  

  Business Response

  Date: 01/30/2025

  Mrs. Speaks,

          *********** technician did complete an air infiltration service in regard to your concerns about excessive heat gain and air infiltration.  However, a service technician has no authority to order new product.  Furthermore, based on his discussion of glass types with you, that may not be the correct path forward to alleviate your concerns. 

  
  We would like to conduct a jobsite visit with a production manager to assess the quality of install and to create a punch list based on that visit to address concerns. Based on the pictures you have attached there are certainly some aesthetic issues with the trim that was damaged during ******** visit as well as some gaps in the miter joints which need to be taken care of.  While we appreciate you sharing the **** images,there are other factors involved beyond just the windows that need to be considered such as home insulation.  If there are no pictures from before the windows were replaced to compare to, it would be difficult to say whether there were preexisting conditions present. 

  
  When you filed your ******** complaint on August 30th they did reach out to us about the status of your project.  As we have been paid in full by ******** at this point, any concerns about interest accrual would be strictly their consideration.

  
  That said, we do want to ensure that the product is performing the way that it is designed and are requesting again to come walk your project to make sure your concerns are attended to. 
  
  Best regards,
  
  ***** *****
  Director of Customer Relations

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22751726
  
  I am rejecting this response because:

  I have mold growing on all of these windows which is clearly obvious from the photos I have submitted. Renewal by Anderson asked in their previous response that they send a project manager out. I allowed that to happen but the person that you sent out was the original guy that measured the windows incorrectly. ***** did inform me that I was correct we have a breach of contract because the windows are not tempered. He did not perform any air infiltration tests as you stated that he did, as he had no equipment with him the only thing he looked at was the trim and told me that the only thing that could be done was fix the trim. He also stated that renewal would not be doing anything about the glass or the windows themselves or the screens that allow bugs to come through with their 3 mm gaps around the edges(as seen in the pictures). I did think it was funny when your salesman came out that there was no screens on there sample windows. I am getting tired of being lied to by this company. You are also lying to the Better Business Bureau by stating facts that just arent true. I have provided ample proof of what I am saying. Where are the test results from the air infiltration test that your ***** supposedly did? Now you were asking me again to have a project manager come out. When you do send a project manager out I have already talked to the building inspector for my county and he is available to be here when the project manager comes. so I will have a official witness that youre lying. I believe that you are just extending this nightmare that I am going through. Because as you stated in your previous response you have already been paid I am the only one feeling the repercussions of this disaster. ********* shouldve never paid you because I had filed a complaint and an extension until this problem had been fixed. Now ********* has added another almost $10,000 to my bill in supposed interest. So you were asking me to pay almost $40,000 now for windows that destroyed my house by making my heating bills higher and gave me mold. You kept me quiet by saying the windows would be remade until you got paid. As you can clearly see in the photos the glass itself in every one of the windows has condensation and I now have mold growing on my windows. At the very least please get rid of any reviews that I gave you because you had me fill them out before the windows were even installed making it look like I gave you good reviews. My home was built 46 years ago. My old windows that are 46 years old or not condensating like the new ones. And if this was an insulation problem then why did my heating bills double since you install the windows. Also you mentioned that I am having a heat problem, I have never said that, the problem is the cold it is 0 outside as of this morning and it is 25 around the door and glass you installed. Also I have many more pictures that I am unable to upload because of the size. 
  
  Sincerely,
  
  ******** Speaks

  

  Business Response

  Date: 02/26/2025

  Ms. Speaks,
  
            Scotts visit was not to conduct an air infiltration test,but rather to conduct a jobsite visit to ascertain a path forward for the issues you contend to have.  He did notice sashes that needed to be tempered to meet code, and according to him, offered to reorder those for you as covered by your warranty as well as address the aesthetic concerns with the trim, but you declined.  We remain willing to address these issues.

  Your concerns with condensation are the first youve raised in this forum, but does occur naturally, especially if your windows are keeping a tighter seal than what was there prior.  Attached are our materials our service team distributes when these questions arise as well as the care and maintenance guide you would have received in your green folder at time of install. Your complaint lodged with GreenSky on August 30th does state your concerns with heat gain in your home, so we would like to conduct a visit with you before these concerns are raised again.  If you are available on the morning of March 7th, we would like to have Scotts supervisor, Production Manager ***** *****, out to your home to discuss your concerns in person.

  Best regards,

  ***** *****

  Director of Customer Relations

  ***************************************************************************************************

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22751726
  
  I am rejecting this response because:
  It might behoove you to read your previous response on February 11 when you said ***** did complete an air infiltration test. Which was untrue and you are now on February 27 saying that he did not complete one. ***** never mentioned to me sashes he mentioned trim, to which I responded theres no reason to replace the trim when the windows need replacing. You continually repeat that I have issues with heat coming in and I continually respond with I have issues with cold coming in. In my opinion aesthetics are not as important as the fact that my house is freezing in the winter time. if you would like to send out someone who is actually a project manager that is fine with me but I dont see how the problem ever gets resolved if you just keep sending people and dont do any actual fixing. I have a passive solar home and you have installed the wrong glass. I had an expert come out with a tool that says you installed the highest level of low E/UV protection which is not compatible with a passive solar home. Ive had the building inspector come out and three different window contractors. seems this is going nowhere with you. 
  Sincerely,
  
  ******** Speaks

• Initial Complaint

  Date:10/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased three new sliding doors on January 15, 2024. To replace our current doors. The total amount for the sliding doors was $16,757. The scheduled install date was in May when we found out the doors did not fit properly. Renewal then setup a fix in the summer when they, again, were not correct. Then, they setup a fix in September of this year and, yet again, the doors are not correct. We have asked them for a refund and for someone to come out and no one is responding to our messages. We have used Renewal for a past house and really thought we would be taken care of. Even if things were wrong. Unfortunately, we have no where to go. We have asked them for a full refund because our older doors were actually better than the ones they installed. The customer service manager came out after the initial install in May and said the doors had the gap equivalent to a 12" diameter hole due to being the wrong size. We have had worse air quality in our house and our energy bill has increased. Please help! They are not responding and we have email correspondence to share. We just want our money back so we can purchase doors from another vendor that will do what they say.

  

  Business Response

  Date: 10/23/2024

  Mr. ******* & Ms. *****************     We apologize again for the lack of response to your concerns.  As discussed yesterday with Ms. **** we are working with both our production managers locally as well as our partners at *** to determine the failure points of the product installed as well as the new product subsequently delivered.  We are fully prepared to provide a full refund to allow you to source alternate options, however based on our conversation will be continuing to provide a quality product that meets your needs and discussing how we can make this right at the conclusion of that process.  I will remain your point of contact moving forward, so please feel free to contact me directly at any time.

   

  Best regards,

  ***** *****

  Director of Customer Relations

  RbA of ********************

  ***************************************************************************************************

  Customer Answer

  Date: 10/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Renewal is showing a conscious effort to resolve this issue. We appreciate the help of the BBB and feel good about our path forward.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  September 2023 - Account opened Total amount spent - $26,968 I contracted Renewal by Andersen in September ***************************************************** my home. The installation was poorly done, resulting in an unlevel front door that allowed wind and light to enter, a bouncy threshold, fogging windows, and mismatched caulk colors and messy caulking around the interior of the windows. Despite sending two inspectors who both confirmed the poor workmanship, Renewal by Andersen offered an inadequate refund, initially $1,900, which was later reduced to $1,500 without explanation. We made numerous phone calls that would either not be answered or go to voicemail. Further attempts to resolve the issue led to threats of harassment charges. We have since sold the house and paid off the loan, but we have not received fair compensation. I am requesting a revised and fair refund that reflects the significant inconvenience and costs we incurred, and I urge the company to improve their customer service for future clients.Please see the attached letter that has more detailed information.

  

  Business Response

  Date: 09/18/2024

  Ms. ******,

          We apologize for the issues you encountered with your project.  Since there were so many issues, particularly with the front door, we did agree to provide compensation, which is something we rarely do since the product is covered under warranty. Our service department provided reimbursement in the amount of $1520.90, which equates to 10% of the cost of the doors, which I personally approved, and the check was cashed on 7/3/24.  Any time compensation is offered and accepted, it is a final amount.  

   

  Best regards,

  ***** *****

  Director of Customer Relations

  ***************************************************************************************************

   

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22261332
  
  I am rejecting this response because: There was never a refund issued to me in any amount. Please double-check your records as I never received a check of any kind of reimbursement. The original was $1900.00. When we called back we were told the original offer was no longer on the table and that if we contacted you again then legal actions would have been taken. There was no reason for it to drop down to $1520.90. You are totally right, there were so many issues with that install that Renewal By Andersen should  have done the right thing and took care of the customer and made it right. The harassment that we encountered over this is unreal. I should have been offered  a larger compensation for my time and inconveniences but I was given nothing. Please reconsider your offer and do what is right for the customer. 
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 09/26/2024

  Ms. ******,

  
          All correspondence in regard to the project at ***** E 27th Pl was conducted with **** ******, who was mentioned by you in your letter, and was the primary on this account.  The check for $1590.20 was issued to Mr. ****** on 6/26/24 and cleared on 7/3/24 (attached).  As previously stated, once compensation is agreed to and provided, it is a final amount.
  Best regards,
  
  ***** *****
  Director of Customer Relations
  RbA of ********************

   

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22261332
  
  I am rejecting this response because: **** ****** was not the primary on the account. I am extremely confused as to why a refund check was issued to someone who is not on the account. The house where the installation took place was in my name, the loan for the windows was in my name, and I personally paid off the account. Yet, the refund check for the issues related to the poor installation was sent to **** ******, who is not associated with the account in any legal or official capacity. I was never informedeither in writing or by phoneof this decision, which raises significant concerns about how Renewal by Andersen conducts business and communicates with its customers. **** ****** was NOT the primary on the account. Please check your paperwork from when **** came out and set up the installation. The loan was only in my name, and I was the SOLE owner of the house where the work was done. 
  This reflects the poor customer service I have experienced with **********************. My name should have been on the check, as I am the one who paid $29,000 for the windows. Now, I am still left fighting to receive fair compensation for the substandard installation and the inconveniences I encountered. The $1,520.90 refundwhich I wasnt even aware ofis far from fair, considering the investment I made. It should have been at least 10% of the total amount I paid. Additionally, I should have been notified before the check was issued to ensure I agreed with the amount and the decision.
  Could you please explain why a large national corporation like Renewal by Andersen would issue the refund check to someone who was not legally responsible for the account? I would appreciate a prompt response and clarification, as this situation seems highly inappropriate and unprofessional.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 10/07/2024

  Ms. ******,
  
       Attached is the contract we have for your project dated 8/26/23 that is signed by both **** ****** and yourself.  While your signature is on the GreenSky paperwork, it is not uncommon for one individual on the contract to file for the loan based on credit history or income, and doing so does not automatically designate that individual as the primary.  All communication in terms of scheduling both the original install as well as service visits, in addition to all the conversations concerning the subsequent compensation were conducted solely with Mr. ****** as the primary point of contact, whom at no point indicated the check should be made out to any other party.  

  Best regards,

  ***** *****

  Director of Customer Relations

   

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22261332
  
  I am rejecting this response because: Thank you for your response. While I understand that both **** ****** and I signed the contract, the house, the loan, and all payments were solely in my name. Although it may be common for one individual to apply for a loan, I was the only party financially responsible for paying off the account, and therefore, my name should have been on the refund check.
  I am concerned that I was neither consulted nor informed about the refund, especially as I was the one making all the payments and had a vested interest in ensuring the project was completed properly. As the person financially responsible, I should have been included in the final discussions regarding compensation to ensure I agreed with the outcome, and my name should have been on the check.
  Furthermore, I am not satisfied with the refund amount, considering the poor installation and the numerous issues we faced throughout the resolution process. The customer service I have received from ********************** throughout this entire process does not reflect the professionalism I expected when spending $29,000 on this project. It also does not uphold the level of service I expected from a company with Renewal by Andersen's reputation. 
  I hope this matter can be resolved fairly, with the professionalism that should have been demonstrated from the start.
  Sincerely,
  ****** ******
   

• Initial Complaint

  Date:09/04/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a mailing after explicitly explaining, no further contact.

  

  Business Response

  Date: 09/17/2024

  Mr. ******,

        We have received your complaint, and your information has been sent to our marketing team to remove from all local and targeted marketing campaigns for your area.  Those will include not only mailings, but any email offerings you may have received.  However, national campaigns such as inserts in the Home Mag or ******* may still be received as those are beyond our purview.  Please allow 3-4 weeks to fully take effect as current ongoing campaigns cannot be halted.  If you continue to receive them beyond this time, please reach out to me directly at my contact information below.

   

  Best regards,

  ***** *****

  Director of Customer Relations

  RbA of ********************

  ***************************************************************************************************

   

• Initial Complaint

  Date:07/03/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Renewal by Anderson windows and doors on 2/8/24. They were installed 7/27-7/28/24. I had plantation shutters on the patio doors. I was never told that the shutters would not be able to be reinstalled after the new doors were installed, only that I would be responsible to have them taken down before the installation. It would cost over $3000 to replace them, as the shutters I have cannot be modified to fit the new doors. The only mention of window treatments in my contract reads, Remove all blinds, shades or shutters before we arrive. We assume no liability for any new blinds or shutters: that includes fit, measuring and installation. All of these processes should be handled by a professional window treatment company.These are not new blinds or shutters. I had the shutters removed, as required, before the installation. I was informed by the installers, when asked, that the plantation shutters wouldnt be able to be reinstalled, and that it shouldve been stated in the contract. When speaking to a sales manager, that the contract only mentions new blinds and shutters, he informed me they were not liable. He reiterated that after talking to his director of customer relations as well. Regardless of the sales managers insistence that I was verbally informed beforehand, which I wasnt, and that they make extra efforts to be clear, which they didnt, it was never stated in the contract that my plantation shutters would not be able to be reused after the installation. I think this is a very devious tactic to get a sale. I believe Renewal by Andersen should compensate me for the plantation shutters, which theyve refused to do, as I now have to order new ones, and also amend their contracts to be explicit regarding shutters that cant be reinstalled.

  

  Business Response

  Date: 07/10/2024

  ****************,
  

         Our contract does read as you state in your complaint, however it is being misinterpreted.  The contract you signed states we are not responsible for new shutters or blinds, which means if the current window or door coverings do not fit back the way they did previously,we are not responsible for providing new window and/or door coverings as you are requesting.  The actual age of the shutters/blinds is irrelevant.  

  Since this can be a decision-making factor in the purchase, our sales team is trained to discuss at the point of sale.  In your case, your project consultant went so far as to notate the conversation with you internally, and instead of conducting a remote measure as we would ordinarily,scheduled an in-home measure specifically to discuss this point with you again.  As I understand from our Installation Manager on your project, you were not present, and another party was there at time of measure. Fortunately, in your case most of the shutters on your project were able to be reused, however we understand that the door shutters were not.  However, as per the terms of the contract, we are not liable for the replacement of those shutters.

   

  Best regards,

  *********************

  Director of Customer Relations

  RbA of ********************

  *****************************************************

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21935925
  
  I am rejecting this response because: The contract states:

  Remove all blinds, shades or shutters before we arrive. We assume no liability for any new blinds or shutters: that includes fit, measuring and installation. All of these processes should be handled by a professional window treatment company.
  

  If they were truly trying to be clear, and not misrepresent what is covered and what is not covered, not only would I have been told up front that the shutters would not be able to be reinstalled, but the contract would have explicit wording, such as, If the current window treatments no longer fit and cannot be reinstalled, then we do not cover new window treatments.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase 2 entry doors by Andersen on October 8 2023 for close to $16000. They were delivered and installed by them on February 28 2024. Within 3 months, I noticed one door was not closing properly and reached out to the installer to come look at it. It took 4 attempts by me to get anyone to respond. They never did come out. Instead they asked me to send pictures. They said without ever coming out that the problem was not covered by their warranty and said it was an act of "nature" or suggested that I must have bumped it. I am a widow who usually goes in and out the attached garage so the Andersen door gets minimal traffic . It's never been bumped and the "nature" in this traditional neighborhood is typical Colorado weather. From my observation, the door was not installed properly but they never came out to see. Instead I was told that they would need over $700 to come out and fix the door. At my insistence they agreed to send someone out (in another month) but continue to say they will not cover the problem.

  

  Business Response

  Date: 06/27/2024

  ***************,

        We are aware of the damage to the cladding of your ProVia door and have a scheduled service appointment with you on 7/12.  Our process is to acquire photos such as the ones you sent in, as well as conduct a virtual assessment called TechSee as we did in your case to expedite issues that can either be resolved without an in-person assessment or provide better insight into the situation at hand for our technician when they do visit.

  The photos you shared were shared in turn with the ProVia manufacturer that determined that the damage, based on the time that had elapsed since install and the placement of the damage, would appear to have occurred from something striking the cladding, thereby not covered under warranty.  Our in-person assessment may lend more, or potentially, different insight into the damage, and we will be happy to share that with the manufacturer after our upcoming visit.

  Best regards,

  *********************

  Director of Customer Relations

  *****************************************************

   

• Initial Complaint

  Date:06/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased windows from Renewal several years ago and since that time, my mailbox ****** is consistently packed with marketing brochures and letters which do not offer any avenue of unsubscribing. The email address to be utilized is not valid (email returned as undeliverable) and the website on this listing "cannot be reached".

  

  Business Response

  Date: 06/11/2024

  ******************,

       Thank you for reaching out, and we apologize for the inconvenience this has caused you.  Your information was provided to our marketing team yesterday so they could remove you from all marketing lists, including direct mail and email/phone solicitations.  However, it does take a few weeks for the current campaigns in place to filter through.  If you have any further concerns, please feel free to reach out to me directly using my contact information below.

   

  Best regards,

  *********************

  Director of Customer Relations

  *****************************************************

  ************